city of San Antonio


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File #: 19-8489   
Type: Staff Briefing - Without Ordinance
In control: Audit and Accountability Committee
On agenda: 11/19/2019
Posting Language: AU19-030 Audit of TCI - Public Relations & Citizen Communication
Attachments: 1. AU19-030 Audit of TCI - Public Relations & Citizen Communication
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AUDIT COMMITTEE SUMMARY
November 19, 2019
Audit of TCI Public Relations and Citizen Communication
Report Issued November 06, 2019

Audit Objective

Determine if citizen communication regarding Transportation and Capital Improvements (TCI) projects is adequate and timely and citizen feedback is addressed.
Background

TCI oversees and directs the development and maintenance of the publicly owned infrastructure of the City of San Antonio. TCI's department goals include effective communication with citizens to provide accurate and timely responses to citizen requests and to maintain a positive image within the community by promoting public trust through community meetings and timely, proactive, and positive communication with the media.

TCI's Communications and Engagement team, headed by the Chief Communications Officer, manage all forms of communication with the public about department projects and activities through the media, public outreach campaigns, and social media. The Communications and Engagement team's primary focus is to provide broad communications to all San Antonio residents and other relevant stakeholders to promote projects and initiatives or inform citizens of TCI activities.

Capital Project Officer's (CPO) are responsible for more direct communications with citizens about specific projects that will impact the resident, neighborhood, or smaller community. CPO's are the primary staff assigned to ensure that affected citizens are informed and updated about TCI project plans and project status, and resolve relevant issues and complaints as they arise.

Audit Scope and Methodology

The audit scope included currently active projects as of March 2019. We reviewed the TCI's current communication practices. We reviewed how citizen complaints and feedback are recorded and resolved. We also reviewed 311 data to determine the types of complaints received and resolution of complaints. We reviewed a sample of projects to determine if appropriate notifi...

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